Security and Privacy Policy

Complex Travel Pty Ltd, trading as ‘RoundAbout Travel’, ‘Flat Beds’ and ‘QFlyer’ is committed to the protection of your personal information. Complex Travel’s Privacy Policy is based on the National Privacy Principles in the Privacy Act 1988 (Cth) (as amended by the Privacy Amendment (Private Sector) Act 2000 (Cth) ) and on company policies.

Complex Travel collects personal information that relates to travel bookings and associated purchases such as accommodation and tours.

Complex Travel will limit the collection and use of customer information in accordance with the National Privacy Principals issued by the Australian Privacy Commissioner.

Complex Travel will always maintain control over the confidentiality of our customer information.


RoundAbout Travel, QFlyer and Flat Beds may send an email newsletter to people who subscribe, by entering their email address in the ‘eNewsletter Subscription’ box, or by submitting an enquiry via one of our websites. The newsletters contain the latest news, exclusive specials and various reports and information.

Your individual email address is not used for any other purpose and will not be supplied to a third party.


Should any recipient of our newsletter wish to unsubscribe they can do so by doing any of the following:

1. Clicking on unsubscribe at the bottom of any eNewsletter

2. Via this link

3. By emailing [email protected]

Information Collected on the site

When you visit our website, our Internet Service Providers make a record of your visit and logs your IP address to help diagnose problems with our server, and to administer our website. We collect basic demographic information through Google Analytics used for reporting purposes only.

We use Google Ads Remarketing to advertise Complex Travel across the Internet, in particular on the Google Display Network.

Google Ads remarketing will display ads to you based on what parts of the website you have viewed by placing a cookie on your web browser.

This cookie does not in any way identify you or give access to your computer or mobile device.

The cookie is used to indicate to other websites that “This person visited a particular page, so show them ads relating to that page.”

Google Ads Remarketing allows us to tailor our marketing to better suit your needs and only display ads that are relevant to you.

If you do not wish to see ads from RoundAbout Travel you can opt out in several ways:

1. Opt out of Google’s use of cookies by visiting Google’s Ads Settings.

2. Opt out of a third-party vendor’s use of cookies by visiting the Network Advertising Initiative opt-out page.

Booking Registration

If you register as a user of our site, we track your visits as you interact with the site, we do this using ‘Cookies’. Cookies are small files your web browser places on your computer’s hard drive and they allow Complex Travel to know which pages on our website are visited, in what order and how often. You also have the option of using the Cookie to save your password on your computer so you don’t have to re-enter it each time you visit the site. Cookies are not used to record any personal information.

Mandatory booking details such as name as per passport, email address, telephone number and dates of birth are required for the processing of bookings made on the site only.

Registration details are password protected and all personal information can be checked and/or changed at any time by logging in with your code and password from our Home Page.

Credit Card Information

Complex Travel utilises a technology called SSL (Secure Sockets Layer) including 128bit encryption.

Your credit card details are used for the primary purpose of processing and completing your travel booking as well as associated purchases. This may involve disclosure of your credit card details by Complex Travel to third parties including but not limited to wholesalers, airlines, hotels, car rental companies that you have entered into a transaction with through the use of this website. By providing us your credit card details you authorise such disclosure in accordance with the Privacy Act 1988 (Cth).


Complex Travel has security measures in place to prevent the loss, misuse and alteration of the information under our control. We use the internationally accepted security system called SSL (Secure Sockets Layer) to encrypt all credit card payments over the web, this is automatic and you will receive instant notification if your browser does not support this.


This web site contains links to other sites. Please be aware that Complex Travel is not responsible for the privacy practices of such other sites. We encourage our users to be aware when they leave our site, to read the privacy statements of each and every web site that collects personally identifiable information. This privacy statement applies solely to information collected by this Web site.

Privacy Questions

Any questions can be raised by emailing us at [email protected]


Cancellation Fees & Refunds:

Cancelled bookings will incur charges. These charges can be up to 100% of the cost of the booking, regardless of whether travel has commenced. Fees will also apply where a booking is changed or tickets are re-issued. Where we incur any liability for a cancellation fee or charge for any booking which you cancel, you agree to indemnify us for the amount of that fee or charge. Refunds often take up to 3 or 4 months before we receive funds from the supplier. We are unable to provide a refund to you until we receive the funds from the relevant supplier. The below cancellation fees apply for professional services rendered, in addition to fees charged by the supplier which will be displayed on your booking document.

Domestic/Trans-Tasman airfare cancellation: service/booking fees non-refundable.

International airfare cancellation: $250pp economy / $300pp premium / $350pp business

Standard 10% agency cancellation fee for hotels/car hire/cruises/tours.

Terms & Conditions

Please read the following terms and conditions carefully. You must not accept any booking unless you understand and agree with the following terms and conditions.

Prices & Currency: All prices are subject to availability. Prices can be withdrawn without notice and can vary at any time. All prices are quoted in AUD.

Deposit and Final Payment: We require a minimum deposit of $110 – 175 per person when booking depending on travel class. Your service provider may require further deposits if booking tours or accommodation. All deposits are non-refundable. Unless stated otherwise your payment will be due in full 7 days after deposit is due.

Booking fees for Domestic/Trans-Tasman flights: $16.50pp per domestic economy one-way flight. $55pp per Trans-Tasman return economy flight, $110pp per domestic or Trans-Tasman return or one-way business class flight.

Credit Card Transactions: We charge the following credit card fees as standard; 1.2% MasterCard, 1.4% Visa, 1.8% AMEX, and 3% for an international issued card (non-Australian), we do not accept Diners Club. If for any reason any travel service provider is unable to provide the services for which you have contracted, your remedy lies against that provider, and not against Complex Travel Pty Ltd. In the event that payment has been made to Complex Travel by credit card, you agree that you will not seek to charge back your payment to Complex Travel. Credit card surcharges are strictly non-refundable.

BPAY Transactions: Please note that BPAY takes up to 3 business days to process. If you are paying by this method you will need to pay at least 3 business days prior to the actual due date. You must notify us of your payment once it has been made.

Cheque Payments: Cheque payments may only be made by prior arrangement. We require that we receive a cheque payment a minimum of 7 working days prior to your due date. Where you pay by cheque, you agree not to stop payment of the cheque even when you cancel a booking. You agree that we may apply the proceeds of the cheque to satisfy any liability you have to us, including any liability in respect of cancellation fees, before refunding the balance to you.

Taxes: Certain taxes are mandatory in various countries. There may also be an additional local tax charged at some airports. All taxes are subject to change without notice.

Travel Insurance: Travel Insurance is strongly recommended by the Department of Foreign Affairs and Trade for all overseas travel.

Agency: Complex Travel Group acts as a travel agent only. We sell various travel related products on behalf of a number of transportation, accommodation and other wholesale service providers. These included, but are not restricted to, airlines, coach and rail operators. Complex Travel’s obligation is to book travel arrangements on your behalf and to arrange contracts between you and the relevant travel service providers. We have no responsibility for these services. We do not make or give any warranty or representation in regards to their standard. All bookings are made subject to the terms and conditions and limitations of liability imposed by these service providers. Your legal recourse is against the specific provider and not Complex Travel. If for any reason, any travel service provider is unable to provide the services for which you have contracted your remedy lies against the provider and not with Complex Travel.

Liability: We do not accept any liability of whatever nature, whether in contract, tort or otherwise, for the acts, omissions or default, whether negligent or otherwise, of third party providers over whom we have no direct control. Under circumstances where liability cannot be excluded, such liability is limited to the value of the purchased travel arrangements. We do not accept any liability in contract, tort or otherwise for any injury, damage, loss (including consequential loss), delay, additional expense or inconvenience caused directly or indirectly by force majeure or any other event which is beyond ourcontrol which is not preventable by reasonable diligence on our part.

Special Requirements: Please advise your consultant of any special requirements you may have, for example, specific meals, medical requirements, mobility restrictions and so on.

Frequent Flyer: Please advise your consultant of your frequent flyer details. Your consultant will pass these details on to the relevant supplier but cannot guarantee that the supplier will credit points for your booking. Please retain all boarding passes to allow verification of your travel if required.

Passports & Visas: It is your responsibility to ensure that you have valid passports, visas and re-entry permits which meet the requirements of immigration and other government authorities. Any fines, penalties, payments or expenditures incurred as a result of such documents not meeting the requirements of those authorities will be your sole responsibility. All travellers must have a valid passport for international travel and many countries require at least 6 months validity from the date of entry. If you need information regarding visa and other travel document requirements for your trip please let usknow. We can obtain such information from an external visa advisory service provider on your behalf. We do not warrant the accuracy of such information and accept no liability for any loss or damage which you may suffer in reliance on it.

Travel Advice: For travel advice please contact the Department of Foreign Affairs and Trade or visit their website at

Health: It is your responsibility to ensure that you are aware of any health requirements for your travel destinations and to ensure that you carry all necessary vaccination documentation.

Travel Documents: Travel documents include (without limitation) airline tickets, hotel vouchers, tour vouchers or any other document (whether in electronic form or otherwise) used to confirm an arrangement with a service provider. Travel documents may be subject to certain conditions and/or restrictions including (without limitation) being non-refundable, non-date-changeable and subject to cancellation and/or amendment fees. All travel documents are non transferable. All airline tickets must be issued in the name of the passport/photo identity holder, some carriers will deny carriage if the name varies and the booking may be cancelled. Any errors in names on your documentation will be your responsibility if not advised at the time of booking. It is your responsibility to obtain your travel documents from us prior to travel. As a general rule your travel documents will be available for download, via e-mail or post 4 weeks prior to departure, however, this will depend on your individual arrangements.

Advertised Deals: Prices quoted are based on the cheapest available at the time of publication. Prices may be higher depending on the date of purchase and date of travel. Price is subject to availability and may be withdrawn or varied at any time without notice. Lead in pricing is based on the cheapest option listed at the time of advertising. Prices vary depending on the destination. Prices are valid during the travel or departure date period listed, unless otherwise stated or sold out prior. Not all dates are available within a departure period or travel season and black out dates or seasonal surcharges may apply. All prices are per person return including prepaid taxes. International credit cards are not accepted without prior arrangement and will incur a 3% international card fee. Additional conditions and travel restrictions may apply. Please contact your consultant for more information.